PALS & Complaints Officer — Patient Experience Lead

VerseOne Group; Chelmsford; On-site; GBP 26,000 - 31,000; Full time

Job summary

Mid and South Essex NHS Foundation Trust is seeking a PALS & Complaints Officer in Chelmsford. You will greet patients, relatives and the public, record concerns accurately and route them to the right hospital services for resolution.

The role requires empathy, tact and strong communication to support learning and improve patient experience across the Trust. The successful candidate will handle sensitive cases with professionalism, ensuring timely updates and clear documentation, while working

Qualifications

• Professional/vocational qualification to diploma level or equivalent Maths and English
• Customer Care Training/experience
• Experience with NHS complaints procedure and record-keeping

Responsibilities

• Provide an accessible first point of contact for patients and the public with questions or complaints
• Record information accurately and update cases promptly
• Guide service users and staff on processes for resolving concerns and complaints
• Communicate with clinical and non-clinical teams to support resolution and learning from feedback

Skills

Telephone handling

Concise writing

Education

Diploma level qualification

Customer Care Training

Tools

NHS computer systems

Microsoft Word/Excel

Job description

Mid and South Essex NHS Foundation Trust is seeking a PALS & Complaints Officer in Chelmsford. You will greet patients, relatives and the public, record concerns accurately and route them to the right hospital services for resolution.

The role requires empathy, tact and strong communication to support learning and improve patient experience across the Trust. The successful candidate will handle sensitive cases with professionalism, ensuring timely updates and clear documentation, while working